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Glossary

Call Routing

TTEC | Glossary | Call Routing

What is Call Routing?

Call Routing is the process of sending voice calls to a specific queue based on predetermined criteria.

'Call Routing is incredibly important to contact centers because it makes organizations available to customers at any time, even when the company's closed or agents are occupied with other calls.

TTEC uses intelligent call routing to deliver fluid customer experiences using real-time routing controls to calibrate operations. As a result, businesses are constantly improving performance and increasing customer satisfaction.

For example, our interaction manager makes it easier for managers to build new call flows, carry out real-time routing adjustments, and test routing strategies without technical assistance.

Additional TTEC Resources
  • Inconsistent Customer Experience Leads to Lost Calls, Lost Sales: Our client recently acquired more branches and were looking for a way to create a consistent customer experience branches both old and new. We helped by creating virtual contact center locations.
  • Ten Contact Center IVR Best Practices to Improve CX: Learn the top IVR design strategies you need to implement in your IVR menus and see the results of our survey about what customers love (and hate) about interactive voice response systems.
  • Improve IVR customer service by modernizing Your IVR: Convinced it’s time to give your IVR a little bit of attention? It doesn’t have to cost you an arm and a leg. While IVR customer service modernization can seem daunting, many of the new telephony systems on the market can be cheaper to implement than maintaining your old, outdated system.
  • The Building Blocks of a Dynamic Contact Center: Intelligent call routing is about dynamically correlating customer calls to specific associates with tailored skills. Ultimately what we look to do is best match the associate with the person who is calling.